itil v3 interview questions and answers pdf

Here are the top 20 most frequently asked ITIL interview questions and their answers. These all-inclusive questions are framed by Intellipaat experts, providing ITIL Training to give you an idea of the types of questions asked in interviews. Go through these questions and answers for grabbing your dream job!

An incident can be defined as an event that leads to disruptions in IT service, and a problem is the underlying reason of these incidents.

The evaluation process is important because it assists you in assessing significant changes, like the introduction of a new service to an existing service.

The configuration baseline in ITIL is a baseline that is used for a configuration purpose. It is managed by the change management process.

Core services give the basic results needed by the customer. These services signify the value that a customer requires.

ROI is an investment of resources taking advantage to the investor. It can be calculated as Return on investment (%) = Net profit / Investment x 100.

Explain the phases of the ITIL® Lifecycle?

The different stages of the ITIL® life cycle are:

  • Service strategy: It provides a plan/ strategy for the overall life cycle of the project. In this stage, it ensures the strategy to be in sync with the business’ objectives to ensure that the customers can derive value from the customers.
  • Service Design: This stage involves the design of services and additional components that need to be introduced into the live environment.
  • The next phase is the Service Transition. In this phase, IT services are built and deployed. It also ensures that changes to the service and service management process happen in a coordinated manner.
  • Service Operations focus on making sure that the expectations of the end-user are met, making sure that costs and potential issues are managed.
  • Continual Service Improvement involves quality management to learn from previous losses and successes. With this, the effectiveness and efficiency of IT processes and services can be improved.
  • Watch this ITIL Tutorial for Beginners video:

    IT investments and staff always find that they break their work schedule. This happens because the unscheduled work always takes priority over the work that is planned. ITIL can help an organization stop this continuous cycle and can, therefore, help employees focus on the total cost of ownership (TCO) and other activities in their respective departments.

    Top ITIL Interview Questions

    Q1. What is ITIL®?

    ITIL refers to a set of ITSM practices which helps in the alignment of IT services with business needs according to the current market trends. It helps businesses to establish a competitive advantage.

    Q2. What are the processes that constitute ITIL?

    ITIL consists of five service publications:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement
  • Q3. What are the benefits of ITIL?

  • Successful alignment between IT and the business
  • Establish a relationship with the customer and focus on customer satisfaction through service delivery
  • Cost-effective through better utilization of resources
  • Better managing of risk to the business and service disruption
  • Supports constant and sudden business change
  • Q4. What are the processes utilized by the Service Desk?

    Workflow and procedure diagrams are the processes utilized by the Service Desk.

    Q5. What are the objectives of Incident Management?

    The main objectives of Incident Management are:

    – Ensure that approved and regulated methods are used for all the processes involved like efficient response, documentation, analysis and ongoing management.

    – Report and resolve the incident in the IT services when they occur.

    – Focus on user and customer satisfaction.

    – Align incident management activities efficiently

    Q6. How does the Incident Management system work?

    – Categorizes them based on their impact and urgency

    – Authorization of the incident

    – Recovery after the occurrence of the incident

    Q7. What is an SLA?

    An SLA or a Service Level Agreement refers to the commitment between a service provider and the end user.

    Q8. Explain the different types of SLA.

    Service Level Agreements are of three types:

  • Customer Service Level Agreement which exists between you and the external customer.
  • Internal Service Level Agreement which exists between you and an internal customer, which could refer to a department or another organization.
  • Vendor Service Level Agreement which exists between you and the vendor.
  • Q9. What is the main goal of Problem Management in ITIL®?

    Problem Management helps to execute the following functions:

  • Recognize and mitigate recurring incidents
  • Identify the root cause of these occurrences
  • Prevention of the incident from reoccurring
  • Q10. List the main steps in the Problem Management process.

  • Detection of the problem
  • Categorization of the problem and its prioritization
  • Investigation of the root cause
  • Workaround a solution for the problem
  • Initiate a known error record
  • Resolving the problem
  • Close the problem
  • Review the problem
  • FAQ

    What is ITIL interview questions?

    Top ITIL Interview Questions
    • Q1. What is ITIL®? …
    • Q2. What are the processes that constitute ITIL? …
    • Q3. What are the benefits of ITIL?
    • Q4. What are the processes utilized by the Service Desk? …
    • Q5. What are the objectives of Incident Management? …
    • Q6. How does the Incident Management system work? …
    • Q7. What is an SLA? …
    • Q8.

    What is an incident in ITIL Mcq?

    An unplanned interruption to an IT service or reduction in the quality of an IT service.

    Who is responsible to maintain and protect the known error database?

    48. Who is responsible to maintain and protect the Known Error Database? The Problem Manager is responsible to maintain and protect the Known Error Database and initiates the formal closure of all Problem records.

    What is incident management interview questions and answers?

    Interview Questions for Incident Managers:
    • How would you go about leading an incident investigation? …
    • How would you manage a large team of technical staff? …
    • How do you keep up to date with the changing IT industry and new software programs? …
    • Which incident management software systems do you enjoy working with?

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